As a Senior Field Technician I, you are the frontline expert responsible for the heartbeat of Nielsen’s data collection. Working from a home office and our local hub, you will remotely install and maintain sophisticated metering platforms within panelist homes. This role is a unique blend of technical troubleshooting, digital networking, and high-level customer service, ensuring that our audience data remains the gold standard for the industry.
Key Responsibilities
Technical Troubleshooting & Maintenance
System Installation: Remotely install and maintain current and future Nielsen metering platforms within panelist households.
Diagnostic Resolution: Investigate and resolve proprietary system-generated performance issues.
Data Integrity: Remotely diagnose equipment failures and take corrective actions to ensure the continuous and accurate collection of audience data.
Panelist Engagement & Coaching
Multi-Channel Communication: Connect with panelists via phone, email, text, video, and chat to provide seamless support.
Education: Coach panel members on equipment operation, security procedures, and participation responsibilities to protect the integrity of the Nielsen sample.
Retention: Use strong persuasion skills to maintain panelist cooperation and ensure long-term engagement.
Operational Agility
High-Volume Execution: Manage back-to-back calls and tasks throughout your shift, maintaining high productivity across inbound and outbound channels.
Proactive Workflow: Demonstrate the ability to shift focus quickly between assignments and identify tasks independently during downtime.